Assistant Customer Service jobs in United Kingdom

Company mission

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground.

About the role

We are looking for a Senior Account Manager (UK) who will be responsible and accountable for client growth, retention, and profitability of an enterprise client portfolio. In addition, this role will be instrumental in driving deeper data integration between Relay and key clients to enable best-in class network efficiency and performance. As well as being the commercial client champion, you will also have the opportunity to collaborate with Relay teams on jointly delivering on key KPIs of profitable client growth.

As the Senior Account Manager (UK) at Relay, you can expect:

1. Commercial Ownership and Strategic Planning:

Act as the “business owner” for the client, accountable for revenue growth, maximisation of share of wallet and profitability levels. Monitor and optimize account-level performance, including profitability levels. Translate client needs and market signals into strategic account plans. Assist the Head of Customer Success and the Senior leadership team in driving long-term, sustainable growth in Relay’s client portfolio.

2. Enable strategic initiatives

Initiate or co-lead strategic initiatives (e.g. growth, profitability improvement, new service offering) that have commercial impact, working closely with all internal teams. Own the commercial delivery through best-in-class pitches.

3. Client Engagement & Influence

Serve as a key primary point of contact for your clients. Build deep, multi-threaded relationships with decision-makers and influencers across the client organisation (not just operational POC), following the development of a thorough account mapping.

4. Be the “Voice of the Client”

Work closely with all internal teams to advocate for client needs supported by commercial rationale and performance data. Drive operational escalations or friction resolution, coordinating between functions to maintain service quality and client confidence. Closely collaborate with our internal operations, tech, and data teams to deliver successful performance for Relay’s clients, both on growth and profitability improvement

5. Insight-Driven Decision Making

Analyze commercial and operational data to extract client insights, and deepen understanding of clients business. Conduct regular business reviews with all levels of client contacts and gather impactful feedback and insights for continuous improvement. Maintain up-to-date and accurate information about our clients to ensure Relay’s knowledge base is accurate.

6. Drive deeper data integrations

Gain a thorough understanding of data systems and logic client-side to drive deeper data integration between Relay and clients in order to drive better performance and improve account profitability, in collaboration and with the support of relevant internal teams (data, engineering) at Relay.

We are looking for candidates who have…

• 5-7 years of experience in B2B enterprise customer success/client management that require high levels of cross-functional collaboration. Experience in fast scaling or complex SaaS business is a plus.

• Superb communication mastery, clearly structured in both verbal and written formats

• Comfortable using Google Slides (PowerPoint) and Google Sheets (Excel) to independently carry out analyses and presentations

• Excellent prioritisation and organisation skills, highly effective at task management and time management under pressure

• Ability to thrive in a fast-paced start-up environment and adapt quickly to changing priorities

• Self-starter and collaborator; there is no task that is too daunting or too challenging for you to take on, in–and sometimes outside of–the customer success function

• You must be comfortable with data analytics; you will not need to build dashboards, but you will frequently be required to interpret data and extract insights to turn them into actions, as well as work with the analytics team on proactively and continuously iterating on data reporting improvements

• Additional language proficiency would be appreciated

The qualifications and experiences above act as a loose guide to what we’re looking for. We’d still love to hear from you if you have more or less experience, so long as the core skills can be demonstrated.

Relay is offering:

• 25 days annual leave per year (plus bank holidays).

• Generous equity package.

• Bupa Global: Business Premier Health Plan - Comprehensive global health insurance with direct access to specialists, dental care, mental health support and more.

• Contributory pension scheme.

• Hybrid working

• Free membership of the gym in our co-working space in London.

• Cycle-to-work scheme

• A culture of learning and growth, where you're encouraged to take ownership from day one.

• Plenty of team socials and events - from pottery painting to life-size Monopoly and escape rooms